IT Manager

About the role

The People Concern has a growing and changing IT Department. Day-to-day management of tasks, assignments, and troubleshooting issues is required. This position requires excellent communication skills, strong knowledge, and proven experience in Helpdesk and IT Support, delivering complex business solutions around deployments, imaging, peripheral support, and hardware problem-solving.

Responsibilities

• Daily, work independently to prioritize, assign and handle, with excellent customer service and great results, the various Help-Desk related questions and issues that arise.
• Manage IT Help Desk Technicians/Assistants/Coordinators by deploying, scheduling, assigning and planning their work days and weeks.
• Weekly 1:1 supervision meetings with each of the Technicians regarding mentoring, problem solving and strategic goals.
• Attend Monthly Manager’s meetings of TPC, and other required meetings for management level updates and feedback.
• Facilitate, edit and create trainings and communications as required regarding IT department updates, including end-user training, including the creation of pre-recorded training videos.
• Work closely with the Director of IT to move the organization into the needed areas of strategic growth, systematic changes, and provide analysis of the issues faced by end users.
• Prepare invoices as needed, sign off on expenses, and reconcile budget with Director’s guidance as needed.
• Recommend process and vendor changes when applicable.
• Support employees, both local and remote, with desktop issues, account issues, and access to various internal services.
• Troubleshoot software issues on employees’ desktops/laptops.
• Some off-hours support may apply.
• Enterprise remote mobile device management.
• Enterprise user equipment provisioning, installing, and maintenance – smartphones, desktops, laptops, tablets, VoIP, and POTS phones.
• Printer management – local and network printer setup, install troubleshooting.
• Authoring and upkeep of documents for User Guides and Standard Operation Procedures (SOP).
• Perform related duties as assigned or requested.

Qualifications

• Current, valid CA Driver’s license and current vehicle insurance.
• Associate’s degree or equivalent combination of education/technical training and computer science or engineering experience (3 Years+ experience).
• Knowledgeable with: B4 Phish alert platform, VOIP systems, Jive, RingCentral, Verizon IPC, Apple I-phone Troubleshooting and system maintenance, basic router set up, configuration and troubleshooting, basic server maintenance, most laptop/PC and IT related equipment repair and installation, Windows OS and MAC iOS, installation and configuration of typical office-setting equipment and new software as needed.
• Will be required to travel between various sites within a certain day or week to solve issues.
• Night, early morning and Weekend calls may occur, this position will be the primary point of contact.
• Ability to communicate with excellent customer service and confidentiality.
• Calm demeanor under pressure is required.
• Great written and verbal communication skills.
• Excellent leadership skills, including goal-setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities.
• Basic math and data analysis skills required.
• Excellent basic computer skills (Office/Microsoft Word/Excel).
• Ability to set and monitor a budget, audit receipts and details.
• Excellent problem-solving, critical thinking and decision-making skills.
• Exceptional organization, time management and multitasking abilities.
• Keen attention to details.

Preferred Qualifications

• Supervisory experience.
• Excellent leadership skills, including goal-setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities.
• IT Infrastructure & System Administration: Overseeing networks, hardware deployments, server management, and database structures.
• Cybersecurity Protocols: Establishing access controls, vulnerability scanning, and disaster recovery runbooks.
• Cloud Computing: Managing enterprise migrations and cloud architecture platforms such as AWS, Microsoft Azure, or Google Cloud.
• ITIL/ITSM Frameworks: Familiarity with Information Technology Infrastructure Library guidelines to oversee service desks and incident lifecycles.
• Team Empowerment: Coaching technicians, mentoring junior staff, and learning to delegate responsibilities without micromanaging.
• Conflict Resolution: Navigating team tensions, balancing shifting workloads, and acting as a buffer against executive pressures.